Lasagna or money? Hi Reader In this week's CX Passport, Sara Abbott, the GM of Metropolis Resort, shared a simple solution for recognition. Nothing dramatic… just a clear look at how teams actually experience gratitude. After a demanding spring break week, she offered her staff a dollar per hour bonus for every hour they worked. A reasonable gesture. Practical. But it didn’t land. No one reacted. It came and went. Then she approached the next busy stretch differently. “Next time... I made...
12 days ago • 1 min read
When good ideas create unexpected results Every once in a while a guest talks about transformation in a way that cuts through the usual noise. In this week's CX Passport, The One With Science And Imagination Driving Transformation, Trina Di Giusto shared a perspective on empowerment that made me rethink how often leaders oversimplify what teams need during change. She explained that in an earlier cycle, her team believed empowerment meant stepping back. Give experts room. Remove the friction....
19 days ago • 1 min read
When connection breaks, even the best intentions fall apart Healthcare should be the ultimate model for coordinated experience. Lives literally depend on it. Yet it’s often the industry most haunted by silos. The specialist doesn’t know what the primary doctor prescribed. The pharmacist sees only half the story. The patient, already anxious, becomes the project manager for their own care. That’s where this week’s guest, Silvi Haldipur, brings real perspective. Her view of healthcare isn’t...
26 days ago • 2 min read
Sometimes the smartest move isn’t to add... We all know the math. It costs less to keep a customer than to find a new one. Every CX leader can quote that line in their sleep. Yet time after time, companies spend their energy... and budgets... chasing new customers while ignoring the ones they already have. I saw this firsthand recently. A product I’ve used for years... one that’s been part of my weekly CX Passport workflow... decided to roll out a bunch of new "premium" features. I didn’t ask...
about 1 month ago • 2 min read
When I think “customer experience,” I don’t immediately picture steel-toed boots and scaffolding. Yet talking with Alyssa Staats reminded me that CX isn’t reserved for hospitality, retail, or tech. It’s just as relevant... maybe more so... in places where the work itself looks interchangeable. In the world of architecture, engineering, and construction, every project follows strict codes, specs, and materials. On paper, one firm’s output looks just like another’s. But Alyssa pointed out...
about 2 months ago • 2 min read
Customers don’t care about frameworks… they care about results We in CX can get really good at admiring our own tools. Conferences, frameworks, awards… they’re fine, but none of that matters if a customer’s problem still sits there unsolved. The scoreboard should be fewer headaches… faster outcomes… better decisions. “We shouldn’t be there for ourselves… It shouldn’t be too much about the conferences, the awards, the titles, the frameworks. It should be really… about solving customer...
about 2 months ago • 2 min read
I can get too obsessed with researching a purchase. Not always... but I can fall deep into review hell when I’m trying to book a resort or choose a restaurant in a new city. Hours lost comparing, scrolling, analyzing... all just to make what should be a simple decision. That’s why what Cami Ferreira shared with me on CX Passport intrigued me. “In Brazil, it's about talking, it's about empathy, it's about emotion that, at the end of the day, drives trust.” In Europe, the average customer...
2 months ago • 2 min read
Maybe this word isn't what I thought it was Words shape the way we see the world. And sometimes the words we use every day blind us to what is actually in front of us. “Customer” might be one of those words. “A customer is literally a wallet with a human attached to it... But why do they become customers in the first place? Well, they're motivated to achieve something... it's the culture, the relationships, the situations they are in, the technologies they use. And it's a beautiful landscape...
2 months ago • 1 min read
Sometimes you have to prove the value... before anyone asks you to There’s a certain grit required to thrive in customer experience. It’s not a function where you wait politely for permission. It’s not about carefully guarding your lane until leadership hands you authority. CX rewards those willing to take risks... to act before being asked... to prove the value and let the recognition follow. That truth came alive in my conversation with Mike Kendall. He reminded me that CX can be a career...
3 months ago • 1 min read